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This report correlates correct contacts with the number of dial attempts it takes to generate that contact. The goal is to help you and your reps visualize the point of "diminishing returns" when it comes to dialing leads to make a correct contact.

  1. Create a new Tasks and Events type report in Salesforce.
  2. Set the default "Show" and date filters.
    • In the Show heading, set the filters to "All Activities," "Open and Completed Activities," "Tasks and Events."
    • Set the Date Field heading to "Date," with Range set to "Last 90 Days." You can change this later if you'd like to examine a different time frame.
  3. Add the first of two custom field filters. Click the down arrow next to the Filters >> Add button, and select "Field Filter."
    • In the far left dropdown, choose "Call Result" as the field, set the operator to "not equal to," and leave the value area blank. What we want to do here is eliminate any call log tasks that do not have a result input.
    • Add a second custom field filter. Find "Call Type" in the field dropdown and select it. Leave the operator set to "equals." Click the magnifying glass icon, and choose "Outbound" as the value.
  4. Under the Preview heading, change the format dropdown from "Tabular" to "Matrix" format.
  5. We recommend removing all of the unnecessary detail columns by clicking Remove All Columns, but you'll need to add back a "dummy" detail column later as described here (look at Step 12 on the linked page). The reason for this is the Salesforce report engine won't allow us to drag a formula into our column grouping area without at least one "detail" column present.
  6. For this matrix we want the Call Dial Number field to be our primary row grouping, so go ahead and drag that in.
  7. For our column groupings we need to create a Bucket Field separating the "Correct Contact" results from the "Other" results. Double-click the Add Bucket Field link.

    Edit the following settings:

    • Set the Source Column to "Call Result."
    • Name the bucket field "Call Result Grouping."
    • Add two new buckets, one named "Correct Contact," one named "Other."
    • Click the Search button in the upper-right corner. This will display a list of call result values. Checkmark "Correct Contact," then click the Move To button to assign it to the Correct Contact bucket.

      Then select all of the other call result values, and move them into the "Other" bucket.

  8. Drag the new Call Result Grouping bucket field into the matrix column grouping.
  9. Now it's time to create our call result percentage formula. Double-click the Add Formula link to open the formula creation panel, and give it the following initial settings:
    • Set the Column Name to read "Percent."
    • Give the formula a description if you'd like.
    • Change the Format to "Percent."
    • Set the formula to display "At a specific rew / column grouping level." Set the A dropdown to "Call Dial Number," and the B dropdown to "Call Result Grouping."
  10. For the formula, we want to divide the total row count for each result type against the total number of calls. To do this, we're going to use the RowCount placeholder, then divide it by the "parent" grouping value using the PARENTGROUPVAL function.

    Input RowCount/ to set up the first half of the formula.

  11. In the Functions dropdown, find and select "PARENTGROUPVAL." In the Select parent grouping level heading, set the top dropdown to "Call Dial Number," and set the bottom dropdown to "Column Grand Summary."
  12. Click the < Insert button to push the function into the formula. Before moving on, edit the text that reads summary_field in the formula to read RowCount.

    Click Check Syntax to make sure the formula validates, then click OK.

  13. At this point you'd think you could drag the formula into the column grouping . . . but notice that if you try, Salesforce won't let you. This is because, as mentioned earlier, we need to add a "dummy" detail field to the matrix display.

    Click the Show dropdown next to the Matrix Format dropdown, and checkmark "Details." Then choose a field from the Fields area and drag into the empty space to the right of the Grand Total column in the matrix. It doesn't really matter which field; for call log reporting we'll generally use the "Assigned" field.

  14. Now we can successfully drag our "Percent" formula from the Fields area into the column grouping. When finished, the matrix should look like the second image.
  15. At this point we're ready to add the chart to the report, so go ahead and click Add Chart.
  16. In the chart editor, do the following:
    • Change the report type to a vertical bar chart.
    • Set the Y-Axis to "Percent."
    • Set the X-Axis to "Call Dial Number."
    • Set the Group By to "Call Result Grouping."
    • Set the grouping display to the far left icon (groupings side-by-side).
    • Click the checkbox to "Plot additional values."
    • Click the checkbox to "Use second axis."
    • Set the Value dropdown to "Record Count."
    • Click OK to finish.
  17. The report's ready to save! Click the Save button, add it to a report folder, and you're done.

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